What makes time and attendance demanding in a call center?
One minute late multiplied by three hundred agents becomes a gap in call coverage. Schedules are tight and staggered, with evening and night teams, frequent short absences and high turnover.
HR needs to know each morning who is missing, measure lateness the same way for everyone and pass payroll hours nobody disputes.
How do you schedule agents against required staffing?
The TEMPO schedule generator starts from the floor’s opening hours, the minimum staff present and each agent’s hours. It counts those present per half hour and flags every understaffed slot, missing breaks and rest periods that are too short.
For rotating teams, work cycles fill schedules over several weeks, and each agent sees theirs on their phone. See staff scheduling.
How do you measure lateness fairly?
With a single tolerance: below it, lateness is ignored; from it on, every minute counts. With a 5-minute tolerance, arriving at 9:07 for 9:00 is 7 minutes late.
Each late arrival becomes an anomaly that the floor manager justifies, resolves or dismisses with a reason, tracked on the dashboard. See attendance anomalies.
Which features are used every day on a call floor?
Exit slips
Leaving during working hours is requested from the phone and follows your approval workflow.
Daily attendance report
Each morning, every supervisor receives their team’s attendance for the previous day by email.
Night hours
A 10 pm – 6 am shift belongs to the day it starts, with its night premiums.
Joiners and leavers
Excel import of new agents and enrollment on the time clock from TEMPO.
Data by team
Each supervisor sees only the agents in their scope.
Leave and absences
Requests from the phone, balances calculated, step-by-step approval.
How do agents clock in?
Most often on a facial recognition time clock at the floor entrance: fast at shift start and impossible to lend, unlike a card. Remote agents clock in from the time and attendance app.
Biometrics at work require a filing with the CNDP: see biometric time tracking and the CNDP.
Questions fréquentes
How do you manage lateness in a call center?
In TEMPO, a single tolerance set in the time and attendance policy applies to everyone: below it, lateness is ignored; from it on, every minute counts. Each late arrival becomes an anomaly for the day, tracked on the dashboard and exportable, which the supervisor justifies with an absence or exit slip, or resolves with a reason.
How do you schedule a call center against required staffing?
The TEMPO schedule generator starts from the floor’s opening hours, the minimum staff present and each agent’s hours. It proposes working days and rest days, counts the people present per half hour and flags every understaffed slot, as well as missing breaks and rest periods that are too short.
Is agents’ night work calculated correctly?
Yes. A night shift, for example 10 pm – 6 am, is attached to the day it starts: clock-in and clock-out form a single working day. Overtime worked between 9 pm and 6 am is paid by default at +50% on a working day and +100% on a rest day or public holiday, under article 201.
Sources
Textes officiels d'où viennent les chiffres de cette page. Les valeurs proposées par le logiciel restent modifiables.